Don't panic. Your funds are not lost, they are just not in the place you normally check. If you deposit a delisted coin or a coin not supported by the platform, OKX will put it into a section called "Untradable Assets." It will not simply disappear.
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Below are the step-by-step verification and recovery steps.
Step 1: Check your balance in "Untradable Assets" first
Binance and OKX handle this situation differently. Binance may show the deposit record without any balance change, while OKX will collect such assets into a dedicated entry.
How to do it: In the OKX App, go to Assets → Funding Account, scroll down and find "Untradable Assets," then tap into it to check the balance and confirm that the coin is actually there. Completion standard: You see the coin and the corresponding amount you are looking for, which means the asset has been recorded by the system, but it is just not tradable.
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Step 2: Submit a self-service recovery request
After confirming that the asset is in "Untradable Assets," submit a recovery request through OKX's deposit self-service tool.
How to do it:
In the App, tap the menu icon or profile icon in the top left corner, then find Help Center or Get Help.
Select Check Recent Transactions or a similar entry, then find the "deposit not credited" option.
Fill in the form: coin, deposit network, and the transaction hash (TxID). Note: If your coin or network is not in the system dropdown list, you can enter it manually, but the name must be exactly the same as what is shown on the sending platform. Otherwise, the process may get stuck or slow down.
If the system says "transaction not found," tap Request Help directly, supplement the required information, and submit. Completion standard: The submission is successful, you get a ticket number or application record, and the status shows "Processing" or "Pending review."
Risk reminder: OKX officially states that assets deposited through unsupported coins or networks are generally not guaranteed to be returned. The platform will try its best to assist in recovery, but it does not promise success. So the more accurate the information you submit, the higher the processing efficiency. In addition, during the collection process, the coin may temporarily not be displayed or cannot be withdrawn. This is normal. Wait until the collection is completed, and do not submit repeatedly.
How to verify completion: After submitting the ticket, you can see the latest status in the ticket records or application records in the Help Center. If the asset is eventually recovered, it will be removed from "Untradable Assets" and appear in your available balance in the Funding Account. If you are told it cannot be recovered, you will need to handle it separately in a wallet or platform that supports that coin.
